Customer Support Specialist, Togetherwork

• A strong performer in this role will demonstrate a high sense of ownership in addressing customer requests quickly and effectively, strong problem-solving skills to troubleshoot issues, and an eagerness to learn new technologies and processes
• Associate degree or two or more years of equivalent experience in a software support or helpdesk role
• Basic understanding of web technologies, web navigation, and Microsoft Office tools
• Customer-focused with exceptional interpersonal and customer care skills
• Outstanding written and verbal communication skills, with ability to assess and tailor responses to customers' varying levels of understanding
• Strong diagnostic, analytic, and problem-solving skills
• Self-motivated with ability to work independently or in small teams
• Detail-oriented with excellent organizational skills
• Ability to multi-task in a fast-paced and constantly evolving environment

Desirable

• Togetherwork is a family of SaaS solutions that focuses on organizational management, administration, and payment processing
• This full-time position is in the Operations area, where you will play a critical role as secondary escalation in assisting our portfolio companies and their customers with questions and concerns related to payment processing
• In this role, you will provide direct support over the phone, via e-mail, and through our Zendesk support platform, providing customer solutions with clear and concise communication
• Interactive Customer Support (80%):
• Provide timely, effective assistance to customers on payment-related requests via Zendesk tickets, email, and phone
• Prioritize requests based on severity and urgency
• Investigate and resolve inquiries based on established process workflows
• Retain ownership of requests, providing timely updates to customers until a resolution is reached or an escalation is needed
• Recognize and escalate issues to higher support levels when necessary
• Log all incidents in the Zendesk ticket system, adhering to departmental standards
• Advise and educate customers on best practices and proper configuration to achieve optimal results
• Work with customers to resolve hardware configuration issues and ensure a smooth payment processing experience
• Identify and communicate common support trends and underlying problems, assisting in proactive issue resolution
• Follow preventive measures to mitigate fraud risks, including verifying merchant accounts and investigating suspicious activity to identify and report potential fraud
• Documentation (20%):
• Contribute to the creation of internal and external knowledge base articles for current and future processes
• Review and enhance user guides, technical manuals, FAQs, and other customer documentation
• Meet or exceed established goals related to customer satisfaction and issue resolution
• Adhere to company policies and procedures while contributing to the company’s overall goals and objectives
• Represent the company professionally to clients and the public
• Manage time-sensitive tasks efficiently
• Safeguard confidential information
• Other duties as required

• This interview process requires a video screening and written assessment